PURPOSE AND SCOPE:
Supports FMCNA's mission, core values, expected behaviors, and customer service philosophy. Adheres to the FMCNA Compliance Program, including following all regulatory and FMS policy and procedure requirements.
Provides psychosocial services to patients treated by the facility including in-center and home dialysis patients (if applicable) utilizing Social Work Theory of Human Behavior and accepted methods of social work practice. Works with the health care team to promote positive adjustment, rehabilitation and improved quality of life for our patients. In collaboration with the interdisciplinary team, informs, educates and supports staff in understanding the emotional, psychological and behavioral impact of Chronic Kidney Disease on the patient and family to ensure comprehensive quality care of our patients. Supports the FMCNA commitment to the Quality Indicators and Outcomes and Quality Assessment and Improvement (QAI) Activities, including those related to patient satisfaction and quality of life and actively participates in process improvement activities that enhance the likelihood that patients will achieve the FMCNA Quality Goals. Adheres to all requirements of the FMCNA Compliance Program, and all FMS policy requirements
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Responsible for driving the FMS culture through values and customer services standards.
Accountable for outstanding customer service to all external and internal customers.
Develops and maintains effective relationships through effective and timely communication.
Takes initiative and action to respond, resolve, and follow up regarding customer services issues with all customers in a timely manner.
PRINICIPLE RESPONSIBILITIES AND DUTIES RELATED TO PATIENT CARE:
Patient Assessment/Care Planning Counseling;
Assess patient knowledge of kidney disease for barriers that may affect adherence to treatment. Works with patient, family and health care team to provide education tailored to the patient’s learning style and needs.
With other members of the interdisciplinary team, provides appropriate information about all treatment modalities. Facilitates the transplant referral process and collaborates with interdisciplinary team, if delegated by Clinical Manager.
Provides ongoing education to patient/family regarding psychosocial issues related to End Stage Renal Disease (ESRD) and all support services that are available.
Reviewed patient rights and responsibilities, grievance information (company and network) and other facilities policies with patient and/or the patients’ representative to ensure patients’ understanding of the rights and expectations of them.
Collaborates with the team on appropriate QAI activities.
Understands the referral and admission process and supports the clinic in regard to the patient needs for scheduling to maximize adherence and adjustment
Insurance and Financial Assistance:
Collaborates with facility management, Financial Coordinators and Billing Group staff to address patient issues related to insurance.
In collaboration with Financial Coordinators, provides information and education to patients about payment to dialysis (federal, state, commercial insurance, state renal programs, AKF HIPP, and entitlement programs)
Maintains current knowledge regarding local vocational/educational rehabilitation programs and assist patients with referral and access to vocational rehabilitation to enable them to remain employed, become employed or receive education.
(Reassess patient demographic and insurance information changes every quarter. Notifies all appropriate departments of changes.
Understands FMCNA financial policies and procedures as they related to patient services. Collaborate with Financial Coordinators to educate patients about programs that may be available to assist with uncovered services, how to resolve billing concerns, and understand financial responsibilities.
Assist with interview process and decision to hire new personnel if requested by CM or AM/DO.
Works with the administrative support staff to maintain updated patient resource lists (e.g. maintain updated list of transportation resources).
Develops and provides training to staff pertaining to psychosocial topics as needed. Trains staff in Ultra Care Programs as needed.
Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.
PHYSICAL DEMANDS AND WORKING CONDITIONS:
The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Travel required (if multiple facilities)
Masters in Social Work
EXPERIENCE AND REQUIRED SKILLS:
2 – 5 years’ related experience
State Specific Licensure Required
EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity
Fresenius Medical Care North America maintains a drug-free workplace in accordance with applicable federal and state laws.
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